Complaints Resolution Consultant

1 week ago

Johannesburg, South Africa THE SKILLS MINE (PTY) LTD Full time

**Experience and Skills Required**:

- Customer Service
- Excellent relationship development skills applied within a customer service role
- Strong interpersonal and negotiation skills
- Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
- Good communication skills
- Strong customers/stakeholders’ engagement and management skills
- Proven track record and experience in customer complaints resolution and complaints management preferably in banking
- High integrity and business ethics demonstrated

**Banking**
- Understanding of the financial institutions, specifically banking Process improvement
- Evidence of being ‘process driven’ and having high attention to detail
- Demonstrated problem solving and decision-making skills
- Demonstrated process improvement experience
- A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.

**Technical Skills**:

- Excellent written and verbal communication (report writing skills)
- Advanced computer, typing, and MS Office suite skills.
- Good organisational and time management skills, including making sure that responses are submitted to the Ombud or Regulator timeously
- Proven ability to multi-task and prioritise tasks
- High level attention to details and commitment to quality
- Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
- Ability to manage high case volumes
- Ability to integrate key pieces of information/processes/policies and products across each of the business units in a meaningful and concise manner
- Make use of information gathered through complaints cases to suggest enhancements and improvements to systems, products and processes

**Qualifications and experience**
- Matric
- 5 years relevant experience within an operations function or in the financial service industry
- Appropriate tertiary qualifications desirable but not mandatory.
- Formal report writing training would be advantageous.
- Experience in handling Ombudsman cases would be an advantage

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